The Philippine contact center industry caters to customer-oriented businesses including selling, servicing and marketing through different channels of interacting customers like the internet, electronic mail, voice messaging, electronic messaging, the traditional mail and fax messaging. The contact center sector serves different organizations and stakeholders such as prospect customers, competitors, suppliers, partners, distributors and employees.Call centers take both outbound and inbound calls. The inbound calls come from the customer and the duty of the call center is to answer whatever requests the customer has. Order taking is a type of inbound call that a call center representative handles. Due to the advancement in technology, many businesses were placing their orders through phone and online. This is done easier through the help of call centers. This inbound service plays a significant role as it can save time and effort on the part of the customers. In the same manner, it is also advantageous for the company because the customer will know the different products and services being offered.
Order taking services offer great rewards
The Philippine BPO industry gives ease in carrying out business functions. Order taking is one of the services it offers and it is a great help to business owners. Efficient taking of orders means more income. That is why it is important to ensure that a customer’s call should be answered promptly and should be processed accurately without delay. In most cases, businesses with limited staff were not able to answer all calls everyday. This may cause a low productivity and then compromise customer service quality. This is very essential when it comes to hiring a contact center that offers order taking services.
It is good to choose the right Philippine contact center that can provide a smart yet cost-effective solution of order taking services. The telephone representatives should be highly-trained, courteous and lively in answering inbound calls. The call coverage differs from one company to another and that coverage includes overflow and full-time calls management. Some companies offer 24/7 services on regular days and even on holidays and weekends. To answer the calls promptly, contact centers are using state-of-the-art technology that makes processing orders seamless as well.
Nowadays, most businesses are employing order taking services in their marketing campaigns. It is because effective taking of orders can exponentially increase their revenue. Nevertheless, it is essential to find the best order taking call center that can do the task efficiently. Here are some reasons why business owners should consider hiring order taking services.
Choose a call center that thinks about quality assurance and that means one that should know about the products and services that the company offers. In this way, it can be expected that the high quality of customer service will be maintained. Your customers would be satisfied too.
Training and experience
It is important that call center agents are well-trained and experienced in carrying out various service campaigns. Agents should be confident enough to convince the customers about their products. They should be calm when talking with the customers and show great enthusiasm.
Cross-selling and up-selling
Knowing how to up-sell and cross-sell is important in order taking. At the same time, it can change or enhance the shopping behavior of a customer. They should be knowledgeable on how to encourage customers to take special deals. In this way, there is a great possibility that orders can be doubled in just a single call.
It is essential to hire a call center company that can employ the job of order taking effectively and efficiently. It is because once the agent can convey the call center campaign properly, customers will be attracted to maximize the order. Keep in mind that different customers have different shopping behaviors. In one way or another, order taking can influence such behaviors.
Why outsource the order taking process?
The business domain has evolved along with the improvements in technology. In the past years, customer service jobs are done within the company. Today, tasks can be outsourced to third party companies. The order taking process is one of the tasks that are outsourced by many business owners. Outsourcing non-core tasks is reasonable and it offers some advantages to businesses.
Call center outsourcing can reduce the overhead costs that you can use for other purposes that benefit your business. The money that will be used for hiring onsite sales force can be saved and redirected to other projects that can help the business grow. The company can also save from the expenses of trainings for new staff. Likewise, order taking is the specialty of call centers and that is why it is ideal to outsource this task. Agents should know about the order process, how to carry out sales calls and other customer service tasks. Although you know your product better, yet you may not be knowledgeable or skilled when it comes to sales.
The customer’s demographic is another factor to consider in getting the services of the Philippine contact center industry. If you want to expand your customer’s base, it is important to hire someone who is able to communicate to different nationalities and languages. Indeed, outsourcing the order taking process is one way of improving the overall customer service that eventually converts to customer loyalty and repeat business. Through streamlining and expediting the process of taking orders, faster delivery can be expected. This will make your customers happy and they can recommend you to others.
How does order taking affect the marketing strategy?
The advancement of technology has a great impact in the business industry. Business owners are taking advantage of the e-marketing strategy by hiring the services of call center companies. Online shopping is the latest trend in the business industry in which customers prefer to purchase products online. Shopping over the internet is the most convenient way and it also gives the opportunity to find the best deals. That is why online customers are increasing in number, thus can be overwhelming in the part of a business owner.
Fortunately, the existence of online services offered by business process outsourcing has reduced the tasks that business owners need to carry out. Handling a customer’s orders is a task that would take a significant amount of time. This can be time-consuming as you need to entertain shoppers from any part of the world. To ensure that all the buyers’ queries will be entertained, the best thing to do is to hire order taking services.
Order taking services play a significant role in online shopping. By employing seamless order taking procedures, the customer can experience hassle-free shopping. Nevertheless, it is important to ensure that the call contact agent handling any customer knows everything about the products you offer. Integrating outsourcing services can make the marketing strategy more effective. Allowing call center agents to handle the sales and order taking process makes for prompt delivery. Obviously, customers want their purchases be delivered the soonest possible time.
Nevertheless, getting the service of order taking will not only do well for online business. Even those in-store businesses can also take advantage the benefits of outsourcing the sales. If there are more orders coming in your business, most likely you will need to hire a staff who can handle the task. However, it is more expensive to hire additional staff as compared to hiring order taking services.
Magellan Solutions Outsourcing Inc. is one of the companies offering different outsourcing services including order taking. It is one of the fastest growing outsourcing companies in the Philippines that are committed to provide high-quality inbound and outbound services from small to medium businesses. The money you will spend for order taking services is just a factor from the profit you will obtain from the sales made.
The trend of online shopping
Anyone who is planning to start a business online should ensure that the targeted group should be a frequent user of the internet. Starting an online business is not that easy because there are factors that you need to consider. The competition online is very keen that is why a business owner should learn the ropes of this endeavor. It is also important to know why many people prefer purchasing online.
It is necessary to know the factors that influence online shopping. Purchasing online is not only convenient but also gives the opportunities to find wider information, make a wide range of product selection and find the best deals. Other factors influencing online shopping includes the following:
• The safety of purchasing online attracts consumers. Likewise, online shopping ensures that the payment of customers is secure.
• Another important factor that attracts shoppers to go online is privacy. However, make sure to choose an online shop that will keep your personal information confidential. Keep in mind that when you shop online, you will provide some personal information including your address and accounts.
• Purchasing online does not allow the customer to personally see, touch or try the items. That is why before choosing a product, make sure that it does not only look good and feel good visually.
Understanding the customer’s buying behavior
In order to maximize the sales and obtain huge profits, it is not enough just to outsource order taking service, but also to know and understand the buying behavior of every customer. It is important to know the things that motivate customers to buy. If you want to become successful in your business, make sure to study the buying process and behavior regardless of the size of your business. Here are some of the factors that influence the customer buying behavior.
Identify the needs – Usually, customers decide what to purchase according to their needs. However, it can be affected by promotions and advertisements of products and services. There are instances where a customer buys a product that is used by a celebrity or a friend.
In search for information – Smart customers most likely will check the information about the product before buying it. This means that the product display and information in the packaging is significant. It can help your business if you will invest in creating videos and brochures.
Comparing the products and suppliers – This is another factor that influences the buying behavior of a customer. Advertisements and promotions influence the decision making of a customer. Nevertheless, customers nowadays are becoming smart in such a way that they have learned to compare the products and the suppliers.
Order taking services is possible to obtain because there are local call centers that also offer such service. On the other hand, prior to getting the service, you should first understand and determine if your business really needs to outsource the task. Outsourcing order taking can greatly impact your sales and the entirety of your business as long as you have found the best BPO company that can provide satisfactory service.
It is necessary to ensure that the call contact agent knows the proper order taking procedure to ensure that it will help in the success of your business. With the plethora of call centers in the BPO industry, it can be very challenging to find the best one. That is why recommendations from other business owners or companies outsourcing services can help in making decisions. As a business owner, the primary objective is to provide quality service at the same time quality products and services. The truth is that no one can handle multiple tasks in a day particularly in the sales aspect. Therefore, if you are not confident that you can handle orders diligently, then the best option is to outsource the task to contact centers.
Taking orders is not easy as answering the telephone. It requires some knowledge to make you effective in handling orders and dealing with customers politely. This is why it is important to hire the right person to handle the task because call center agents are trained with how to have proper communication with customers. The success of any business outsourcing service depends on how the agents respond to customers. It is not enough to be polite – as much as possible, give accurate and substantial information needed by customers.
Indeed, the BPO industry plays a significant role in the success of any business. Each sector has its own specific outsourcing coverage. However, the client has the final decision on what he expects to be done. The good thing is that agents in BPO firms are well-trained in answering the phone and answering queries raised by customers.
Please add last paragraph: Magellan Solutions is a leading Philippine-based call center offering 24/7 order taking call center services. Follow us on Google+ for more discussion on order taking.